AVP, Service Design & Business Transformation

LPL Financial•Fort Mill, SC

2d•$92,906 - $154,809

About The Position

LPL Financial is seeking a strategic, innovative, and highly collaborative Associate Vice President (AVP), Service Design & Innovation to help shape and elevate client, advisor, and employee experiences across Investment Management Solutions (IMS). This centralized role will partner with business leaders across IMS to identify opportunities for service innovation, operational efficiency, process redesign, and AI-enabled transformation. The AVP will leverage service design methodologies, design thinking frameworks, customer and advisor insights, and emerging technologies to solve complex business challenges and help teams deliver more seamless, scalable, and differentiated experiences. The ideal candidate combines strong business acumen with expertise in service design, journey mapping, facilitation, process improvement, and transformation strategy. This individual will operate as an internal consultant, helping cross-functional teams align around customer needs, uncover opportunities, and translate ideas into actionable solutions that drive measurable business outcomes.

Requirements

Bachelor's degree required.
3-6 years of experience in service design, business transformation, management consulting, product management, UX strategy, process improvement, or related disciplines.
Demonstrated experience facilitating workshops and leading cross-functional initiatives.
Proven ability to influence stakeholders and drive alignment across diverse teams.
Experience developing journey maps, service blueprints, process flows, or experience design deliverables.
Presentation, communication, and storytelling skills
Service Design & Human-Centered Design: Deep understanding of service design, design thinking, journey mapping, service blueprinting, and customer-centered problem solving.
Strategic Thinking & Business Transformation: Ability to connect customer needs, operational realities, and business objectives to drive meaningful change and measurable outcomes.
Facilitation & Stakeholder Influence: Skilled at leading workshops, building alignment, influencing stakeholders, and guiding teams through ambiguity toward actionable solutions.
AI & Innovation Mindset: Demonstrated curiosity and confidence in leveraging AI, automation, and emerging technologies to improve experiences and increase efficiency.
Executive Communication: Ability to simplify complex concepts and present clear, compelling insights and recommendations to senior leaders.
Collaboration & Influence: Relationship-building skills and ability to work effectively across business, product, operations, and technology teams.
Financial Services Acumen: Understanding of wealth management, investment products, advisor workflows, and the broader financial services ecosystem.
Consulting Mindset: Experience leading ambiguous, cross-functional initiatives from discovery through implementation.

Nice To Haves

Design: FigJam, Figma, Digital Whiteboard Tools (eg Miro, Mural, Lucidchart)
Presentation & Storytelling: PowerPoint
Agile: Agile methodology, SmartSheets
Research & Insights: Qualtrics, Survey tools, VoC platforms
AI & Productivity: Microsoft Copilot, ChatGPT, Claude, Figma Make
Collaboration: Microsoft Teams, SharePoint, Office 365

Responsibilities

Lead service design initiatives that identify opportunities to improve advisor, client, and employee experiences through journey mapping, service blueprinting, and human-centered design tools.
Identify, evaluate, and prototype opportunities to leverage AI, automation, and emerging technologies to streamline processes, enhance experiences, and drive business value.
Partner with business leaders to define problems, evaluate opportunities, and design solutions that support strategic priorities, new product launches, operational efficiency, and business growth.
Plan and facilitate workshops that help cross-functional teams align on challenges, generate ideas, prioritize opportunities, and design future-state experiences.
Create executive-ready presentations and visual communications that clearly articulate insights, recommendations, and transformation opportunities.
Gather and synthesize advisor, client, and stakeholder feedback to uncover insights and translate them into actionable recommendations.
Build strong partnerships across business, product, operations, technology, and sales teams to drive alignment and successful execution of initiatives.
Partner with stakeholders to ensure new products, services, and processes are effectively communicated, adopted, and scaled across the organization.